Samantha Hunter

• Mentor team members, fostering a culture of continuous improvement and professional development.
• Implemented best practices in customer service delivery, resulting in improved client satisfaction ratings.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Analyzed call center metrics to identify trends, optimizing workflow processes for enhanced efficiency.
• Developed and maintained performance dashboards, providing actionable insights for strategic decision-making.
• Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encourages collaboration and innovation.
• Supervised daily operations, ensuring adherence to quality standards and service protocols.

• Supervises the operational activities of the department to include staffing levels, training, budgets and financial goals.
• Analyzed business processes and identified problems, developing solutions that enhanced operational efficiencies.
• Monitored collection reports and assessed current policies and procedures for effectiveness, reviewing call recordings to ensure quality standards.
• Regularly assesses customer service skills by monitoring skills on the phone line, reviewing accounts and establishing a regular presence in the work area.
• Provides support with problem issues or questions and coaches staff on technique improvement.
• Troubleshoots operational and equipment problems and resolves client issues.
• Resolves Associate disputes on account ownership according to established guidelines.
• Evaluated department performance and implemented procedural modifications to improve operational outcomes.
• Regularly communicates with staff to maintain a cooperative team environment. Implements motivational programs regularly.
• Provides approval on refunds and calculates/approves departmental commissions.
• Executed additional duties and special projects to provide necessary tools and work environment for Associates.

• Pull ITBs and receipts for patients and departments as needed for business operations
• Transfer ownership of accounts to reps in order to collect payment or file necessary claims
• Responsible for maintaining a pay arrangement desk
• Print off weekly reports and issue to reps in order to place calls or add accounts which generates revenue

•Compile data; prepare various reports and correspondence relative to insurance benefits.

•Research patients on Web MD report to file any active insurance.

•Calculate monthly revenue from insurance companies.

•Make necessary calls to insurance companies/patients for updates and follow-ups.

•Pull Medical Records and GCOAs as required.

• Welcomed patients warmly and addressed inquiries with professionalism.
• Managed multi-line phone system, efficiently routing calls and taking messages.
• Entered new business information, mailed letters, and pulled EOBs.